Outsource Operations Manager

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About CCC

CCC Information Services Inc. is the technology platform for the underwritten assets economy. CCC technology, insights, and support connect industries – insurers, automotive manufacturers, collision repairers, parts suppliers, lenders, fleet operators and more – to advance decision-making, productivity, and customer experiences for thousands of clients worldwide. Clients leverage CCC’s network management, data management, AI, operational workflows and customer experience solutions to efficiently scale, interact, transact and achieve their unique business objectives. CCC was ranked a best mid-sized company to work for by Forbes (2019). BuiltIn Chicago, Austin and LA named CCC a top place to work in 2020. Diverse perspectives and experiences are core to CCC’s success and award-winning culture of more than 2,000 employees worldwide. We hold inclusion as a core value and are committed to celebrating and cultivating the diversity of our team. With a 40+ year track record of innovation, CCC’s tenacious spirit and growth mindset turn next generation technology into real world solutions and empower team members to expand their knowledge and potential. Headquartered in Chicago, CCC has 11 locations worldwide. CCC’s principal PE investors are Advent International, Technology Crossover Ventures, and Oak Hill Capital Find out more about CCC Information Services by visiting cccis.com.

Job Description Summary

Outsource Operations Manager will be responsible for optimizing business process workflow, handle vendor relationships, look at redundancies as well as ways to reduce costs. This role will also ensure vendor accountability to the same level of standards CCC observes. The role will manage activities across vendor lifecycle, including due diligence, monitoring, risk assessment, procurement, oversight and service improvement. Day-to-day oversight and also Demand Management requirements are included in this role. Experience in multi-channel communications with internal and external stakeholders will be an advantage in this role.

Job Duties

  • Management of the outsource vendors, responsible for performance KPI’s and Metrics of Vendors.
  • Establishes and maintains regular vendor process, including facilitating all meetings and providing a readout to program leadership and key stakeholders.
  • Develop and maintain vendor management processes and dashboards using project management and analytics methodologies.
  • Improve vendor impact on operations through the development of demand planning, forecasting, and resource management models.
  • Complete analysis for critical vendor meetings, including QBRs, to enable meaningful discussions.
  • Identifying opportunities for additional savings. (cost, efficiency, investment, quality, etc.)
  • Act as a liaison and interfaces cross-functionally to maintain communication between business groups. Participates in the development of overall objectives and long-term goals of the organization.
  • Be a participating member on a wide range of internal and external meetings; including, quality, inventory, business reviews, client implementations, and product portfolio discussions.
  • Build strong relationships and provide value add advice to ensure results are well understood and business results optimized.
  • Provide ongoing, timely and accurate analysis of casualty operations results.
  • Analyze, communicate and present data to business partners and senior leadership to align on recommendations.
  • Maintains current knowledge of relevant contractual procedures and practices to appropriately analyze terms and conditions of contracts.
  • Works with stakeholders on administration of contracts to ensure performance, resource plans, and payments are met in adherence with the project plan.
  • Manages all Casualty Operations program plans and reporting for client implementations.
  • Represents Casualty Operations in all client implementation meetings; and drives completion of all activities, communication and escalations of risks and issues to Casualty Operations leads.

Qualifications

  • Bachelor’s degree in business, finance, or engineering.
  • PMP and Change Management preferred
  • 5 plus years’ relevant experience with vendor management/procurement, finance, and/or operations; consulting experience is a plus.
  • Knowledge of insurance market and P&C claims, and the BPO marketplace preferred.
  • Advanced skills with Microsoft Excel and PowerPoint, including use of formulas, pivot tables, and appropriate visualizations. Familiarity with Tableau and similar tools is a plus.
  • Excellent verbal and written communication skills with the ability to present ideas to all levels in a clear, concise and compelling manner.
  • Flexible, adaptable and highly motivated. Ability to work in a matrix environment; identify, prioritize, and articulate high impact initiatives.
  • Ability and willingness to travel within assigned areas of responsibility
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Two city blocks and twenty-five stories of innovation and culture. theMART is interwoven into the fabric of Chicago’s history as an innovator in tech

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